Client Success Associate

Responsibilities

Be the Front Line of the Client Support Team

• Serve as the primary point of contact for partner and merchant inquiries, delivering timely and professional support via email and phone
• Build trusted relationships through responsive, professional, and solution-oriented communication

Support & Ticket Resolution

• Respond to and resolve inbound partner and merchant support requests
• Triage, document, and escalate issues to internal teams as needed
• Maintain SLAs and ensure timely follow-up on all open cases
• Track, prioritize, and manage assigned tickets through resolution

Knowledge Management

• Maintain accurate customer records, account updates, and support documentation
• Contribute to and improve the external knowledge base and communication library
• Identify recurring issues and partner with internal teams to drive long-term solutions
• Document processes, troubleshooting steps, and best practices to improve team efficiency

Team Collaboration

• Partner closely with Client Success Managers to ensure seamless handoffs and shared context
• Collaborate with Engineering and Technical Support to investigate and resolve complex issues
• Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs
• Surface customer feedback, trends, and product issues to help improve the overall client experience

Requirements

• 1+ year in a customer support, help desk, or IT support role or comparable customer-facing role
• Problem-solving and written communication skills
• Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily
• Experience with ticketing systems (Zendesk, Freshdesk, etc.)

Nice-to-Haves

• Exposure to financial software or payment systems

Benefits

• Competitive salary
• Stock options with the potential to unlock more equity as we grow
• Flexible PTO and paid parental leave
• Medical, dental, & vision insurance
• 401K, HSA, pre-tax savings programs